Senior Executive, Customer Experience

Company :

"Build the Future of Automotive with Us."

Established in 1982, FASST Leasing is recognised as the preferred leasing partner for BMW, BYD, Denza, and Ford passenger vehicles in Singapore. It is also the trusted leasing partner for pre-owned vehicles from Auto Selection SG. 

FASST Leasing is committed to providing comprehensive mobility solutions tailored to the needs of both organisations and individuals. Our expertise lies in providing long-term car leasing for both brand new and pre-owned vehicles, offering flexible options like lease-to-own and all-inclusive leasing. 

As part of Sime Group, ranked No. 25 in the Fortune Southeast Asia 500, we’re connected to a powerful network across nine markets in the Asia-Pacific region. With over 13,900 employees, Sime Motors is a leader in automotive assembly, importation, distribution, retail, and after-sales services.

What You’ll Be Doing

Operational Excellence

• Proactively contact customers when service is due, providing timely reminders and coordinating appointments to maintain service schedules.
• Serve as the first responder to customer issues, ensuring prompt resolution and thorough follow-up to prevent recurrence and enhance satisfaction.
• Maintain regular engagement with leasing clients to build trust, loyalty, and long-term relationships.
• Drive initiatives to improve Google reviews by engaging satisfied customers, following up on feedback, and ensuring positive experiences both online and offline.
• Deliver structured service training to operations staff, embedding customer-centric practices and uplifting service delivery standards.
• Support the Marketing team by regularly monitoring competitor pricing, ensuring our offerings remain competitive and aligned with market expectations.
• Plan and execute customer appreciation events such as Movie Nights, Breakfast Drives, and roadshows, managing all related CRM activities, including invitations, feedback collection, and post-event engagement.
• Ensure these daily operational functions are executed with dedicated planning and follow-through, safeguarding service levels and customer satisfaction.

• Coordinate & support all CRM requirements for Pre-owned and Leasing
• Coordinate and support all CRM requirements, ensuring alignment with the overall brand experience and adjusting customer touchpoint frequency for used car customers.
• Support customer activities and events, including partner roadshows and engagements.
• Collaborate with franchise partners to deliver joint roadshows and customer events, strengthening customer engagement and loyalty.

Who We’re Looking For

• Bachelor’s degree in Business or a related field.
• Minimum 3 years’ experience in customer service, customer relationship management, or a related field (automotive or leasing industry preferred).
• Proven ability to manage customer relationships and resolve complex service issues.
• Possess a Class 3 Driving Licenceis a bonus
• Proficient in MS Office applications.
• Strong analytical skills to interpret customer feedback and satisfaction data, identifying trends and areas for improvement.
• Excellent verbal and written communication skills, with the ability to engage and coach others.
• Skilled in quickly addressing and resolving customer complaints.
• Demonstrates initiative, follow-through, and a results-driven attitude.
• Self-motivated team player with a customer-centric mindset and strong interpersonal skills.
   

Why Join Us at Sime Motors?

• Be part of a trusted brand with a regional footprint.
• Work with cutting-edge automotive technology.
• Grow your career in a supportive, performance-driven culture.
• Enjoy structured training, career progression, and employee benefits.